Job Description

As the Voice of Customer (VoC) Program Manager within the Customer Experience Strategy team, you will play a crucial role in improving customer loyalty and growth by moving the company to action using the voice of customer from across our various digital properties. You have extensive voice of the customer program management experience and are passionate about customer data, with a proven history of driving insights that improve the customer experience. You will partner with leaders across the organization to execute new customer digital listening programs and evolve existing programs as needed to provide a more holistic voice of customer assessment across ServiceNow’s digital experiences. 

You'll come with a strong understanding of customer experience program management, analytics, and the ability to tell a compelling story with data. You will also come ready to dive deep into customer journeys to understand and empathize with customer pain points and identify opportunities with respect to customer engagement, business strategy, and quality of service.    RESPONSIBILITIES   

• Design and lead new and emerging digital VoC programs that provide the organization with actionable customer experience insights. This includes survey design and operations, reporting, analysis, and managing the closed loop process 

• Lead internal change management and training efforts related to new digital VoC programs 

• Conduct top line and in-depth analysis of customer data to determine significance of trends and impact on business and customer health 

• Utilize different technologies to gather and synthesize customer feedback data with associated business data to determine key drivers of customer success, loyalty, risk, churn and overall experience, and then translate that into actionable insights 

• Facilitate cross-functional insight reviews and action-planning meetings with internal stakeholders to drive customer and partner experience improvements 

• Inspire the organization to listen, understand and act on customer feedback as an effective data-driven storyteller

Qualifications

REQUIRED SKILLS / EXPERIENCE   

• At least 5+ years direct experience in Customer Experience, Customer Insights, Digital Experience, or Market Research in an IT, SAAS, or Fortune 500 Company 

• Experience managing global customer listening posts, such as NPS programs, digital intercept surveys, and transactional survey programs 

• Knowledge of a variety of survey design and research methods 

• Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics 

• Experience applying statistical techniques and working knowledge of statistics concepts 

• Experience with driving customer experience improvement initiatives based on customer feedback 

• Demonstrated passion for Customer Experience and acting as an advocate for customers 

• Strong critical thinking, influencing, and relationship management skills 

• Experience using Qualtrics, Medallia, or similar enterprise level survey tools is a plus

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

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